‘Augmented’ rather than ‘Artificial’ Intelligence to Overcome the Dreaded Blank Page
Nearly 50% say they feel scared and worried about ChatGPT and other large language based models (LLMs); while only 25% feel excited. As a change manager, I’ve been fascinated with the storyline surrounding ChatGPT. I can’t help but wonder if the advent of the internet was met with similar hostility, or if people embraced it with open arms, grateful they no longer needed to visit a library for research on a school paper.
The world has been evolving at a record pace, and the amount of information available has never been greater, continuing to grow exponentially every day. In just the last 39 years alone, the amount of data in the world has increased by more than 7,500 times. Let’s face it, the world is not what it used to be, and if we want to keep up, we need to evolve too.
Artificial intelligence (AI) has and will continue to play a crucial role in this evolution and while we often hear AI-driven disruption linked to fields such as healthcare, finance and transportation and logistics. I’d argue that it might be easier to list the fields that will not be impacted by AI-driven disruption than those that will be. I’d argue that the field of change management is an area where AI-driven disruption is imminent, and I for one can’t wait to add more AI tools to my toolkit.
AI has already begun enhancing many of the activities that change managers do on a daily basis, including analysis, training and communications. AI tools can sift through vast amounts of data, identifying patterns and trends to help identify people impacts associated with a change, it can help create clear, concise messaging to help draft standard communications to employees or other key stakeholders, it can also be used to help keep people better informed during times of change. For example, replacing our guides and frequently-asked-questions (FAQ) documents with a chatbot that can help answer any question an employee asks in real time. These are only a few examples of what AI technology, like ChatGPT can do to help free up capacity for us to focus on what matters; managing the complexity of the change in front of us.
Remember, change – by a function of the fact that it involves people – is complex in nature. This means that how we manage a change is constantly evolving before, during and after implementation. Managing a successful change requires us to identify changes in people’s attitudes, behaviours and beliefs as quickly as possible in order to reiterate our approach accordingly and manage the change effectively. Sound complicated? It isn’t, it’s complex and an AI tool to help us identify these patterns quicker will be invaluable to say the least.
Okay, so I’m a fan! However, it is crucial that we remember a few important things as we start to leverage this technology so that we do so in an ethical and responsible way. AI-generated content should be viewed as a starting point, rather than a finished product, and it remains the responsibility of change managers to verify the accuracy of the content, to maintain the empathy and genuine connection that we bring to managing change, and to not become over reliant on the tool itself. The experience and expertise we bring to the table can never be replaced by a machine. We are managing the people side of change after all. This can’t be done by a computer. However, there are elements of the role that can be done more efficiently by AI, so just as we wouldn’t go to a library to complete a school report today, let’s not fail to leverage what’s available to us to help us more effectively manage change and do what we do best; minimize fear and anxiety associated with change for the firm’s most valuable asset, their employees.
As we navigate the complexities of change management, it becomes increasingly clear that AI’s role transcends the traditional notion of Artificial Intelligence towards a more collaborative paradigm of Augmented Intelligence. This perspective redefines AI not as a replacement for human ingenuity and empathy but as an extension that amplifies our capabilities. In embracing AI tools like ChatGPT in change management, we leverage technology to enhance our understanding, decision-making, and efficiency, ensuring that the human element remains at the core of all transformations.
Moreover, one of the most understated yet profound benefits of integrating AI into our practices is its solution to the daunting “blank page” issue. The the challenge of drafting the first line of a communication or an initial plan, often hinders creativity and productivity. AI, in this context, serves as a catalyst, providing a starting point that can inspire ideas, spark creativity, and break the paralysis that the blank page presents. It’s about turning the blank page into a canvas of possibilities, where AI-generated suggestions become the first brushstrokes of what will eventually be a masterpiece refined by human experience, empathy, and strategic insight.